Synopses & Reviews
The 200,000-copy staple, praised by Warren Buffett as "a gem... I wish everyone at Berkshire would follow [Jack Mitchell's] advice--we would own the world."
A master of customer service, Jack Mitchell, reveals his secrets for developing long-lasting business relationships and customer loyalty in HUG YOUR CUSTOMERS.
The only way to stay in business is with customers and Jack Mitchell knows ow to attract them, and how to keep them. He has a deceptively simplebut winning approach to customer service--that a relationship is at the heart of every transaction. Jack's business philosophy is based on "hugs"--personal touches that impress and satisfy the customer, such as:
- Remembering the name of your customers' dogs
- Calling a customer to make sure he/she is satisfied after a purchase.
- Having a "kids' corner" with TV, books and treats in retail spaces.
- Introducing customers to business contacts.
- And so much more.
This is a proven theory--hugging works! Mitchells/Richards/Marshs/Wilkes Bashford acheives among the highest margins in its industry, as well as amazing customer loyalty. Complete with anecdotes that exemplify outstanding customer service, HUG YOUR CUSTOMERS shows how any business can adapt this hugging philosohpy to attrached great staff, lower marketing costs, and maintain higher gross margins and long-term revenues. At a time when customer service has become the difference between success and failure, HUG YOUR CUSTOMERS shows how Jack's one-of-a-kind philosophy brings the results for which you are working!
Synopsis
Revised and updated for the first time since original publication
Here is the 200,000-copy staple, praised by Warren Buffett as "a gem ... I wish everyone at Berkshire would follow Jack Mitchell's] advice--we would own the world."
If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business bestseller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits by providing exceptional customer service. It's that simple says Jack Mitchell. Hug Your Customers shares the hands-on practical philosophy that has allowed Mitchell and his Family of Stores to thrive and excel in today's challenging retail marketplace. Filled with accessible advice, personal case studies and tips any businessperson can use, Hug Your Customers is an energizing blueprint for customer and employee retention, increased per capita spending, and groundbreaking success.
Synopsis
Hug Your Customers is about customer service and how Jack Mitchell has practiced it by extending "hugs," -- unexpected extras, from knowing each customers name, along with their family members and clothing preferences to handing out free coffee and newspapers on the Greenwich commuter train platform to say thanks (and by extension "Shop at Mitchells"). Mitchell looks at sales as being about something other than the product. You're not selling clothing, you're selling the relationship. That's why on Saturdays, many people come to Mitchell's just to see what's going on. In the summer, he's giving away hot dogs. Any time a regular customer walks in, the sales staff knows his name, spouse's and kids' names, clothing preferences and last purchase. Jack Mitchell is a natural story teller and his folksy, homespun style will appeal and educate. There are several stories that Jack will tell that illustrate these kinds of hugs that exemplify outstanding customer service.
Chapters include:
- Hugging 101
- The Three E's From
- Three Suits to Three Thousand
- Pick Your Game
- The Big Secret
- Everybody Gets It, Everybody Does It
- Game Day
- You Train Dogs, You Educate People
- I Love Mistakes
- The Power of New
- The Formula
Synopsis
Revised and updated for the first time- here is the 200,000-copy staple, praised by Warren Buffett as "a gem.... I wish everyone at Berkshire would follow [Jack Mitchell's] advice-we would own the world."
If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in Jack Mitchell's classic landmark business bestseller, HUG YOUR CUSTOMERS.
The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits-new customers, repeat customers-by providing exceptional customer service. It's that simple says Jack Mitchell. HUG YOUR CUSTOMERS shares the hands-on practical philosophy that has allowed Mitchell and his Family of Stores to thrive and excel in today's challenging retail marketplace. Filled with accessible advice, personal case studies and tips any businessperson can use for any business, HUG YOUR CUSTOMERS is an energizing blueprint for customer and employee retention, increased per capita spending, and groundbreaking success.
About the Author
Jack Mitchell is the CEO of Mitchells/Richards/Marshs/Wilkes Bashford, four of the most successful clothing stores in the business. He and his wife, Linda, live in Wilton, Connecticut, where they raised four sons.